Candidate's About

Hello there, I am an ESL teacher as my part time job. I teach Korean and Chinese children from Level 0- level 6. I have over 6 years of customer service experience working in Business process outsourcing (BPO) in both back offices, email, and phone support. I've been a Team Leader for 2 years, a supervisory role that handles a minimum of 15-20 CSRs, being responsible for developing/honing teammates, envisioning goals, and hitting metrics. A few of my daily task is to manage day-to-day planning, operation, and problem-solving of a team of agents to meet with the required service level components, ensuring to deliver a consistently superior customer experience by highly knowledgeable and customer-focused agents and act as the communication conduit between Front liners and Management. Part of my task is people management, including all HR-related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching, and feedback, responsibility for delivery of the Defined customer experience in every call. Recommendations for product and process development based on customer feedback and analysis of the same. Communication and being a focal point of dissemination of information from management to team and vis versa. Responsible for making decisions on training requirements for team members and adjusting targets to suit the needs of the business. I pride myself on being extremely professional and aim to always deliver a job well before a deadline. I am extremely proud of my personable yet professional manner and possess excellent communication skills. I consider myself a perfectionist when it comes to managing a project. I have a very keen attention to detail and ensure that deliverables are completed within the specified timeline. Looking forward to work with you soon. Thank you

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